Validation of an Attributional and Distributive Justice Mediational Model on the Effects of Surface Acting on Emotional Exhaustion: An Experimental Study (original) (raw)
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The relationship between work stress and organizational justice has gained considerable interest in the organizational behavior literature. However, previous models and studies have focused on the effect of organizational injustice perceptions on stress. In this study, I proposed a model in which work stress as an antecedent of organizational justice from an affective perspective. Both state and trait affects were considered as mediators in the relationship between work stress and organizational justice, and coping mechanisms were argued to influence those cognitive processes between stress and affective reactions. Throughout the article the relationship between work stress, organizational justice, affects, and coping will be discussed deeply in the light of Affective Events Theory and Broaden-and-Build Theory.
AN AFFECTIVE APPROACH TO ORGANIZATIONAL JUSTICE AND WORK STRESS 1
The relationship between work stress and organizational justice has gained considerable interest in the organizational behavior literature. However, previous models and studies have focused on the effect of organizational injustice perceptions on stress. In this study, I proposed a model in which work stress as an antecedent of organizational justice from an affective perspective. Both state and trait affects were considered as mediators in the relationship between work stress and organizational justice, and coping mechanisms were argued to influence those cognitive processes between stress and affective reactions. Throughout the article the relationship between work stress, organizational justice, affects, and coping will be discussed deeply in the light of Affective Events Theory and Broaden-and-Build Theory.
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This study contributes to the constantly accumulating evidence on the effects of customer incivility (CI) on service employee exhaustion. Previous research has demonstrated that surface acting (SA) acts as a mediating variable in the relationship between CI and exhaustion. This study extended prior findings in two ways. The results of Study 1 (315 retail sales employees, 62.2% female) demonstrated that SA mediates the positive relationship between CI and exhaustion while controlling for employees’ trait positive and negative affectivity (NA). The results of Study 2 (292 customer service representatives, 51% female) supported a moderated mediation model demonstrating that trait emotional intelligence (EI) buffers the direct and indirect (through SA) effects of CI on exhaustion. Specifically, it was found that employees exposed to many uncivil customer behaviors but high in trait EI reported using less SA and, thus, experienced fewer exhaustion symptoms than their low in trait EI coun...
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